Refund policy
Returns & Refunds
This Returns & Refunds Policy explains how Mayflower Munchies handles cancellations, damaged or faulty items, missing items, incorrect orders, and refunds.
Nothing in this policy affects your statutory rights.
1. Cancelling an order before dispatch
If you need to cancel an order, please contact us as quickly as possible at contact@mayflower-munchies.co.uk.
If your order has not yet been packed or dispatched, we will do our best to cancel it and issue a refund. Because we aim to dispatch orders quickly, we cannot guarantee cancellation once preparation or packing has started.
2. Change-of-mind cancellations
For many standard online purchases, customers may have a legal right to cancel within 14 days of receiving their goods, and then a further 14 days to return them.
However, some products may be excluded where the law allows. This can include goods made to the customer’s specifications, goods liable to deteriorate or expire rapidly, and sealed goods not suitable for return for health protection or hygiene reasons once opened.
Where a valid cancellation right applies, refunds are usually made within 14 days of us receiving the goods back, or earlier if proof of return is provided.
Where required by law, we will refund the cost of the basic standard delivery option. If you selected a more expensive delivery service, we may not be required to refund the extra amount above the basic standard delivery cost.
3. Pick ’n’ Mix and made-to-order products
Many of our Pick ’n’ Mix products are packed fresh to order or built to your chosen mix. Where a product has been made to your selection, packed to order, or otherwise prepared specifically for your order, change-of-mind cancellations or returns may not be available once preparation or packing has begun, where the law allows.
This does not affect your rights if goods arrive damaged, faulty, or not as described.
4. Opened food items
We cannot usually accept returns on opened food items where they are not suitable for return for health, hygiene, or food safety reasons, except where the item is faulty, damaged, or not as described.
5. Damaged, faulty, incorrect, or missing items
If your order arrives damaged, faulty, incorrect, or with something missing, please contact us as soon as possible and ideally within 24 hours of delivery.
Please email contact@mayflower-munchies.co.uk with:
- your order number
- a short description of the issue
- clear photographs of the packaging, shipping label, and affected item(s), where relevant
Asking for this information helps us investigate quickly and fairly. We may ask you to keep the packaging and contents until the issue has been reviewed.
Depending on the issue, we may offer a replacement, resend, partial refund, or full refund as appropriate.
6. Local delivery issues
If there is a problem with a local Plymouth delivery, please contact us as soon as possible at contact@mayflower-munchies.co.uk and include your order number and details of the issue.
7. Return postage
If you are returning an eligible item because you changed your mind, you may be responsible for the return postage cost unless we agree otherwise.
If an item is damaged, faulty, incorrect, or not as described, please contact us before returning anything so we can confirm the best next step.
8. Refunds
Approved refunds are usually made back to the original payment method. Processing times can vary depending on your bank or payment provider.
Where the law gives you a right to a refund, we will process it within the timescales required by law.
9. Contact us
If you have any questions about returns, cancellations, or refunds, please email contact@mayflower-munchies.co.uk.